AWS Machine Learning

MARCH 29, 2024

With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent. This is the second post of a two-part series.

Contact Center 99

Contact Center Chatbots Self Service Touchpoint 99

NICE inContact

JULY 29, 2019

Approximately 200 onsite and virtual agents handle corporate, government and leisure travel, making or modifying reservations, generating quotes and exchanging tickets. Omega World Travel selected NICE inContact CXone because it is the only true cloud-native solution with omnichannel functionality and flexible scalability.

Travel 27

Travel Innovation Virtual Agent Contact Center 27

TechSee

MARCH 19, 2019

Modern contact centers are made up of a complex combination of humans and virtual assistants – using both natural and artificial intelligence – operating over multiple channels and using a wide range of tools to solve customers’ issues.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

Call Experts

MAY 8, 2019

Chatbots or virtual agents can address a wide range of features and questions to provide relevant analysis and efficient protocol. Omnichannel management creates opportunity. AI powers innovation and success for your company! Predict the buying behaviors and preferences of your customers. Rapid Adoption of AI.

Customer Experience 65

Customer Experience Call Center Contact Center Conference 65

Magellan Solutions

JULY 29, 2021

Through friendly interactions, your virtual agent can ensure that your live agents speak with the most qualified leads. By pre-qualifying leads with call center AI, you increase the number of conversations for your live agents. Intelligent virtual agents work to increase contact rates.

Call Center 52

Call Center Self Service Social Media Omni-Channel 52

Verint

MAY 1, 2018

Today Verint announces a line-up of conferences and digital events taking place in May that focus on digital and omnichannel customer service, GDPR compliance, automation and artificial intelligence, as well as the upcoming Engage TM global customer conference. Omnichannel Service: How do YOU Rate? Artificial Intelligence Conference.

Self Service 22

Self Service Customer Engagement Engagement Omni-Channel 22

CSM Magazine

MARCH 15, 2024

The platform brings together omnichannel interactions, AI-infused experiences, sophisticated workforce optimisation tools, and actionable analytics in a single pane of glass. And it all integrates seamlessly with other best-of-breed technologies. For existing Avaya customers, the path is even clearer.

Customer Experience 52

Customer Experience Virtual Agent Omni-Channel Healthcare 52

NICE inContact

SEPTEMBER 17, 2019

Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. By combining NICE inContact with SmartAction’s AI-powered virtual agent, DSW ultimately found the right human-machine balance without compromising an ounce of CX.

Self Service 139

Self Service Virtual Agent Customer Experience Average Handle Time 139

Upstream Works

JANUARY 18, 2022

Rob leads the strategic vision and operations of the company with a continued focus on omnichannel innovation and a passion for exceeding partner and customer expectations. Artificial intelligence is still an important initiative, but efforts should be focused primarily on augmenting the agent’s capabilities.

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Contact Center Virtual Agent Self Service Knowledge Base 78

NobelBiz

FEBRUARY 21, 2023

Key Points : Call centers are more and more digitally focused Data will become more valuable for businesses AI is becoming a must for contact center Omnichannel will continue to rise, but telephony is here to stay The hybrid contact center is the new norm 1. There is a need for a better infrastructure to support remote agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Key Points : Call centers are more and more digitally focused Data will become more valuable for businesses AI is becoming a must for contact center Omnichannel will continue to rise, but telephony is here to stay The hybrid contact center is the new norm 1. There is a need for a better infrastructure to support remote agents.

Call Center 52

Call Center Omni-Channel Trends Contact Center 52

CSM Magazine

JUNE 12, 2020

While retailers utilize a wide range of support options such as human and virtual agents, social media, or mobile apps, existing single and multi-channel support systems necessitate access to each channel separately. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

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Omni-Channel Customer Service Self Service Virtual Agent 52

CSM Magazine

NOVEMBER 3, 2022

Despite a minority (28%) of customer experience leaders deploying virtual agents, they recognize the benefits of this human-centric approach to the contact center experience. These leaders report looking to virtual agents to not only improve their business outcomes but to create a more emotional connection with customers.

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Virtual Agent Telecommunications Contact Center Customer Experience 52

Calabrio

JANUARY 6, 2016

A virtual agent initiates a service call by accessing your Outlook or iCal calendar to set up an appointment. Innovation is imperative. Marry the two—innovation and service—and you’re likely to keep your customers happy long into the future. Either Kodak never saw the changes coming or didn’t ready itself for the future.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

Kustomer

JUNE 27, 2022

Innovative perspectives and solutions are necessary to expertly navigate this altered, ever-evolving terrain. Key Features: Digital and Voice Channels, Voice, Messaging, Virtual Agent, Contact Center Software Integrations, Remote Work Price : $65/month.

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Software Tools Customer Service Self Service 98

Think Customers

MAY 3, 2021

Chat and messaging both play an important role in servicing your customers, but these services are not identical , and we see opportunities for innovation in the latter. Chat serves an important purpose in the omnichannel ecosystem, but it’s not without its limits. Let’s explore their differences and how they can best assist users.

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Meeting Virtual Agent Infographics Healthcare 52